Frequently
Asked Questions...

Oncall Solutions Questions

Proactive Solutions Questions

Upgrade Solutions Questions

General Questions

Q:  How long has DENNIX been in business?
A: DENNIX, Inc. was founded in 1997 by current President, Dzeni Hujic.

Q:  Is DENNIX privately owned?
A:  Yes.DENNIX is a 'C' corporation which is privately owned and operated. Each employee of DENNIX receives bonuses in the form of company share options and has a stake in the future of the business.

Q:  What are DENNIX' hours of operation?
A:  DENNIX is open between the hours of 8:30 and 5 on weekdays with the exception of major holidays. Our proactivesolutions program extends these hours via our 24/7 emergency support line.

Q:  What types of clients does DENNIX serve?
A:  Our clients range from 2-10 employee companies to the Fortune 100 and everything in between.

Q:  What is DENNIX' service area?
A:  We service all of Long Island along with the 5 Borrows and NY City.

Q:  Does DENNIX sell hardware and software?
A:  Yes. We believe that IT providers should provide a one-stop service to their clients. We represent thousands of manufacturers and are only concerned with finding you the best value on all hardware and software. We look at hardware sales as a convenience service to our clients and don't mark items up unreasonably to turn a profit. And we aren't tied to any one brand or manufacturer - we recommend what's right for you.

Q:  What platforms does DENNIX support? Do you support Macs?
A:  We support all flavors of Windows desktop and server platforms. And yes, we support Macs. Our company actually started as a Mac support shop in 1997 and we maintain a loyal (and growing) Mac client base with dedicated and certified Mac consultants.

Q:  Does DENNIX offer programming services?
A:  Yes. DENNIX has a thriving application and database programming department. Visit the programmingsolutions section of the website to learn more about our .Net, FileMaker, SQL, Oracle, Access, and web-based programming services.

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oncallsolutions Questions

Q:  How quickly will I get a response to a service call?
A:  While oncallsolutions is not a Service Level Agreement (SLA) service, we do make it a policy to respond to requests by phone within one business day if not faster. Our client service department staffs the phones during regular business hours and will take your call live or call you back within minutes.

Q:  Are there on-site minimums for service?
A:  Yes. Clients who are in the oncallsolutions program are subject to a 4-hour on-site minimum. Phone service and remote support are not subject to minimums. To avoid these minimums, you can upgrade to the proactivesolutions service which waives on-site minimums.

Q:  Are there travel charges for on-site service?
A:  Yes. Due to rising gas prices over the last two years, we have been forced to introduce a small travel charge to all of our clients. We charge one way for travel to your office at your standard rate.

Q:  Can I contact my engineer directly?
A:  We have refined a system over the years that assures that your company's issues don't fall through the cracks. Our client service department answers and logs all incoming calls so that each issue is logged in out system. This frees our engineers up to do what they do best, service our clients in the field.

Q:  What number do I call for support?
A:  Our toll-free number (888-4-DENNIX) is available during normal business hours. proactivesolutions clients receive access to our after-hours 24/7 support desk.

Q:  When I buy hardware and software, do I have to pay for shipping and handling?
A:  Yes. DENNIX sells hardware and software to its clients at very competitive prices. Because we pay shipping and handling charges to our vendors, we must pass these charges on to our clients.

Q:  Is phone support billable?
A:  Yes. The theory behind oncallsolutions is that you only pay for service when you need it. In keeping with this philosophy, we bill in 15 minute increments for our service whether on site or by phone. You are never charged an hourly minimum for phone support.

Q:  What are considered "standard" service hours?
A:  Our business hours are from 8:30 to 5:00 on weekdays except for major holidays. The proactivesolutions service offers additional 24/7 support.

Q:  How do I know when a visit is billable?
A:  With oncallsolutions there are no surprises. Before every visit we send you a confirmation e-mail that shows the date and time of the visit, the engineer who will be coming to your office, the tasks that will be accomplished, and whether or not the visit is billable.

Q:  Do you charge different rates for different kinds of work?
A:  No. DENNIX has always believed that multi-tiered rates cause confusion and generate more client complaints than a standard rate. Since our engineers are often dispatched to solve server and desktop issues in the same visit, we bill at a "blended" rate which is an average of typical rates. This makes our lives and our clients' lives much easier.

Q:  How can I rate your service and expertise?
A:  After every visit we send you a survey that asks you to rate our service and technical expertise. We strongly encourage you to call our client service department and let us know if you're not 100% satisfied with our service, however, the survey results are reviewed weekly and engineers are rewarded based on their results. In addition, low survey scores are immediately routed to our client service team for follow-up. We care what you think!

Q:  How do I keep track of the work that's been done at my office?
A:  Before every visit you'll receive an e-mail detailing the work that we will be doing at your office at that visit. At the end of the visit, the engineer will provide you with a Technical Services Worksheet (TSW) for your review and signature. The TSW shows what was done and what, if anything, is still an open issue. In addition, our internal records show each billable hour on your account. Upon request, we can give you a breakdown of your hours used and descriptions of what was done.

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proactivesolutions Questions  (see also oncallsolutions questions)

Q:  Are there on-site minimums for service?
A:  No. The proactivesolutions plan has no on-site minimums for service. We do our best to schedule multiple tasks for a single visit to minimize the disruption to your staff, but if it only takes us an hour to fix your problem, that's all you're billed.

Q:  Can I get service after normal business hours?
A:  Yes. The proactivesolutions plan offers access to our 24/7 emergency support line. You can call in the middle of the night and receive service. We do bill double-time for emergency service after 6pm and on weekends and holidays.

Q:  Does remote network monitoring put my data at risk?
A:  No. The remote monitoring agent does not, in any way, allow us access to your data files. Nor does it open your network up to attack from the outside world.

Q:  Is the remote network monitoring service really 24/7?
A:  Yes. The service runs all day, every day. When there is a problem with your network, our staff is alerted in the office during normal business hours. If a problem occurs after hours, our engineering staff will be alerted at the start of the next business day. Currently, DENNIX does not offer live 24/7 monitoring. If your company requires this level of response, please contact our client service staff.

Q:  How much does remote network monitoring cost?
A:  Nothing. The remote network monitoring service is free to all proactivesolutions clients. Clients on the Gold plan are provided monthly monitoring reports, but all clients receive the same level of monitoring regardless of the proactivesolutions plan they're on.

Q:  Who will be monitoring my network?
A:  During normal business hours, our client service staff monitors the remote console at all times. In addition, the system sends alert e-mails to our staff at regular intervals when a problem is detected.

Q:  Does the remote monitoring agent take up significant space or resources?
A:  No. The agent takes up less space than a floppy disk and requires very small amounts of CPU time or Internet bandwith. You should notice no change to your network or browsing performance.

Q:  Is there any ongoing commitment with proactivesolutions?
A:  No. Once a pre-paid block expires, if you choose not to renew it the service can be stopped. Silver and Gold plan clients who have booked quarterly preventative maintenance visits are billed at the beginning of the quarter for those visits. If you choose to cancel your plan during the quarter, you are only responsible to complete that quarter's visits.

Q:  What is a Virtual CIO? How often will I meet with my Virtual CIO?
A:  A Virtual CIO (Chief Information Officer) is someone who can look at your network from a 10,000 foot view and advise you on overall technology strategy. A VCIO can let you know about new products and services and show you how they can help your business grow. All proactivesolutions clients have regularly scheduled VCIO meetings. Our VCIO plan is very flexible. We make sure to meet with every proactivesolutions client at least once a year. If your network is large or complicated, we are happy to meet with you more frequently. Best of all, VCIO meetings are 100% free.

Q:  How often do I get information about my network?
A:  proactivesolutions Gold plan clients receive monthly reports automatically. Basic and Silver plan clients receive reports at their regularly scheduled VCIO meeting.

Q:  What goes into preventative maintenance?
A:  Our engineers follow a comprehensive system of rotating maintenance (yearly, quarterly, and monthly) that assures that your network is getting patched, updated, and reviewed frequently.

Q:  When does my pre-paid block renew?
A:  To ensure that you're always covered by our proactivesolutions service we invoice you when your pre-paid block gets below 25% of the total block. So, if you regularly purchase 50 hour blocks of time, an invoice will be sent for the next block when your account drops below 12.5 hours. This gives you a chance to process the invoice before the block expires.

Q:  Do pre-paid block hours expire?
A:  No. Pre-paid block hours do not expire and can be carried over from year to year.

Q:  What happens if I exceed my pre-paid block account?
A:  Because we bill before your block expires, our clients generally don't exceed their block. However, from time to time you may exceed your block before payment of the next block is received. In this case we continue to honor the pre-paid block rate until the invoice is overdue by double your company's credit terms. So, if you have Net 10 terms with us, you receive a 20 day grace period after the invoice is sent. After this, hours are billed at our standard hourly rate.

Q:  Can I use pre-paid block hours to purchase hardware and software?
A:  Unfortunately, state sales tax law prevents us from allowing the purchase of goods from an existing pre-paid block. Because we don't charge sales tax for services and we account for our pre-paid blocks in hours not dollars we can not redeem hours for hardware and software.

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upgradesolutions Questions

Q:  When the project is finished will my network be exactly the same?
A:  Our goal is that your network is NOT the same after an upgradesolutions project - it should be better. Still, while we do everything possible to minimize any negative changes to your systems, some things can look or feel different to your users. We build this "clean-up" time into the project and reserve time at the end to put things back the way we found them.

Q:  How does a flat-fee arrangement work?
A:  In a flat-fee project (which most upgradesolutions projects are) your cost is fixed based upon an approved scope of work. We let you know upfront what is included in that scope and what isn't. Payment is made upfront for any hardware and software, while any labor charges are billed half upfront and half upon the completion of the project.

Q:  Is training included?
A:  Our standard proposals include an orientation period with the person in your office responsible for managing the network from the inside. The time allotted for this is shown in the proposal. Additional training is encouraged and can be priced out separately in our proposal.

Q:  How much documentation will I receive?
A:  Our documentation services are entirely flexible to your needs. If you would rather spare the expense of hefty documentation, just let us know and we'll give you what you need to get by. If you need something more substantial we're happy to provide detailed network documents at the conclusion of the project. All of this will be spelled out in our initial proposal.

Q:  How much follow-up attention will I receive?
A:  We're not done until you're satisfied. If the scope calls for it - it gets done. And we don't leave until you sign off on everything. After the project is complete, we strongly recommend the purchase of an ongoing maintenance plan like proactivesolutions.

Q:  Are user-related issues included in the project?
A:  Let's face it, users are all that matter. If your users aren't happy with the outcome then the project was not a success. However, some clients prefer to lower the cost of the project by handling internal user issues themselves after the project is complete. Things like setting up Outlook after an Exchange installation or reconnecting shortcuts to the server after a network upgrade can be handled either by us or by you. This, too, is part of our proposal to you.

Q:  What, if anything, could change the final price?
A:  Sometimes, issues arise during a project that could not have been forseen by either side prior to the project commencement. In these cases, we notify you immediately that something is "out of scope" and let you know how much it will cost to fix it. We don't surprise you after the fact with hidden charges. If you need to add something in the middle of a project, just let your project manager know and we'll let you know right away what, if anything, it will add to the project cost.

Q:  When do I sign the Certification and Completion Form?
A:  When you're 100% satisfied that we've completed the scope. Period.

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